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Contents 1. Purpose ................................................................................................................................................. 2
2. Scope ..................................................................................................................................................... 2
3. Commitment ......................................................................................................................................... 2
4. Terms & Definition ................................................................................................................................ 3
5. Complaints & their nature .................................................................................................................... 5
5.1 What is Complaint? ..................................................................................................................... 5
5.2 What is not a Complaint? ............................................................................................................ 5
5.3 Complaint Classification – Categories and Sub-Categories ...................................................... 5
6. Roles and Responsibility – Customer Service Management ................................................................. 8
6.1 All Employees – Receiving Complaints ...................................................................................... 8
6.2 Resolving Complaints – Complaint Owners .............................................................................. 9
6.3 Customer Service Executive – Gate Keeper ............................................................................. 10
6.4 Escalation – Department Managers/ Directors ...................................................................... 11
6.5 Management – Continuous Improvement ............................................................................... 11
7. Complaint Handling Process ............................................................................................................... 12
7.1 Stage 1 – Receive the Complaint .............................................................................................. 14
7.2 Stage 2 – Assess the complaint ................................................................................................. 17
7.3 Stage 3 – Investigate the Complaint ......................................................................................... 18
7.4 Stage 4 – Resolve the Complaint .............................................................................................. 18
7.5 Stage 5 – Monitor the Effectiveness ......................................................................................... 20
8. Learning and Continuous Improvement ............................................................................................. 21
9. Service Level ........................................................................................................................................ 22
10. Key Performance Indicators ............................................................................................................... 23
11. Complaint Handling Process Audit ...................................................................................................... 24
12. Complaint Form .................................................................................................................................. 25
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1. Purpose
The purpose of this guideline is to provide suggested framework and mechanism for dealing
with complaints in accordance with the customer service principles & NASCO’s values. The
guideline may prove helpful when considering how to progress matters as mandated by our
principles.
NASCO considers the feedback on its products and services not as complaints, but as means
of improvement and development tool forwarded to work on, correct and take measures. All
complaints, whether justifiable or not, given by our customers are considered as complaints,
and each complaint is an opportunity for us to remove any deficiency in the products or
services we provide
2. Scope
This document covers all the complaints made regarding our services received at various
contact points. The scope is to enhance customer satisfaction, determine ways of
improvement and develop the business process and take necessary actions accordingly,
determine the perceived service quality as a result of business process and reinforce
customer loyalty.
3. Commitment
We are committed to efficient and effective complaints management. Our commitment
involves:
a. All levels of the company (NASCO), particularly the organization’s
management;
b. Encouraging an organizational culture that welcomes complaints as an
opportunity to improve services
c. Implementation and maintenance of a computerized Complaints System to
manage complaints;
d. Reporting information about complaints management in executive reports.
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4. Terms & Definition
a. Claimant means a person who has a claim with NASCO.
b. Complainant means the person or organization making the complaint.
c. Client/Customer means a person or organization receiving advice, a service,
using the facilities, or engaged in a business relationship, or any other person
or organization having an interest in the functions or activities of NASCO.
d. Acknowledgement means communication to the complainant or their
organization that the complaint has been received and is being processed
e. Priority suggests the severity of a complaint to help determine the course of
action to be taken
f. Loss Adjuster/ Assessor means a person or a company who may or may not
be an employee of NASCO and is responsible for examining the circumstance
of the claim, assess the damage/ loss determine if the claim is covered under
the policy and assist in settling claims.
g. Dispute means a customer’s formal disagreement with the product and
services of NASCO which leads to some type of internal or external review or
determination
h. Concerns means a request for the resolution of a problem or difficulty by a
customer. Concerns can be resolved, partially resolved or not resolved.
i. Comments mean any point of view expressed formally to NASCO about the
quality of the company’s service.
j. Compliments means any appreciative statement about a service or employee
from customer, organization or individual who still isn’t our customer.
Compliments will be recorded on the Customer Service Management system
and can be used to facilitate learning, bring attention to service development
and reinforce good practice.
k. Touch points means the interface of NASCO’s product, service or brand with
customers/users, non-customers, employees and other stakeholders, before,
during and after a transaction.
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l. Customer Service Executive (Gatekeeper) is an employee of NASCO who is
entrusted with the responsibility of managing the customer’s needs, request
and complaints along with their replies. Moreover, they are the link between
the company and the customer.
m. Complaint Management System is the process of how NASCO handles,
manages, responds to and report customer complaints. System is put into
place to track and trend the data that is captured by the complaint
management processes.
n. Complaint Owners mean an individual who is responsible for resolving the
complaint. The complaint owner may or may not be the source of the
complaint.
o. Service Level Agreement (SLA) is an internal agreement between NASCO’s
management and its employees that defines the level of customer service
required by each of NASCO’s employees.
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5. Complaints & their nature
5.1 What is Complaint?
Any expression of dissatisfaction by a customer, potential customer or other business
partner or any regulatory body made to NASCO directly or indirectly which is related to the
product or services provided by NASCO or which is related to an employee of NASCO or
provided by another business partner of NASCO.
Some examples of justified complaints are
The complainant has a reason to be dissatisfied with how the claim was handled; the
amount paid was less than it should have been;
The claim was denied when it should have been paid;
The claim was not handled in timely manner;
The complainant was given poor customer service, for instance, the customer’s
repeated phone calls to NASCO are not returned,
NASCO did not do what they told the customer they would do;
The company’s position was not adequately explained;
Company employee misguided about the coverage;
5.2 What is not a Complaint?
Any expression of dissatisfaction concerning denial of coverage which is clearly not covered
under the policy or where the cost of claim exceeds the monetary limit under the terms of
the policy are not complaints. However, where the case of the complaint relates wholly or in
part to vague wording or unclear definitions in the policy wording, terms and conditions or
table of benefits this will be considered as a complaint.
5.3 Complaint Classification – Categories and Sub-Categories
For the sake of ease, various type of complaints received by NASCO are segregated into 7
categorize denoting the origin of function;
1. Claims
2. Service
3. Delay
4. Financial
5. Product
6. Marketing/ Sales
7. Inaccuracy
8. Others
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Furthermore, for better analysis, these categories are segmented into exact nature of
complaints.
1. Claim – Any complaint made with regards to the way claim was managed, settled or
time taken to process. Some of the sub categories
a. Denial of Claim
b. Delay in Claim settlement
c. Unsatisfactory Settlement
2. Service – Any complaint against the staff member, the department or any third party
regarding the quality or the way service was offered.
a. Efficiency of the service
b. Attitudinal
c. Quality of vehicle repairs
3. Delay – Customer complaint regarding the delay in service, delivery or
correspondence.
a. Delay in Quotation, Policy, Cards, Invoice, etc.
b. Delay in vehicle delivery
c. Delay or No response to calls/ emails
4. Financial – Customer complaint which involves financial matter, it can be delay in
payment, miscalculation or over charged.
a. Excess charges
b. Delay in refund
5. Product – Customer complaint regarding the dissatisfaction or suitability of the
product offered or product knowledge of the employee
a. Coverage clarification
b. Duplication of coverage
c. Product Knowledge
6. Marketing/ Sales – Customer complaint regarding the business development team
member or the service provided by the member staff
a. High pressure tactics
b. Misleading/ Inaccurate advise
7. Inaccuracy in Documents – Complaint regarding inaccurate information in any
document submitted to customer.
a. Inaccurate policy
b. Inaccurate card
8. Other – Any other type of complaint that do not fit the above criteria and definition.
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Complaint Categories and Sub Categories
Category Sub-Category
Claim
Denial of Claim
Unsatisfactory Offer/Settlement
Delay in Claim Settlement
Service
Abusive Service
Adjuster Handling
Aggressive employee
Rude/ Behavior
Quality of Vehicle Repair
Delay
Delay in Cards
Delay in Invoice
Delay in Policy
Delay in Quotation
Delay in Renewal
Delay in Vehicle Delivery
Delays/No Response of Phone/ Email
Non delivery of Notice
Finance
Delay in Premium Refund
Excess Charges Without Agreement
Excess is high
High Premium
Premiums Misappropriation/ Misquoted
Product
Cancellation of Policy
Coverage Question
Duplication of Coverage
Product Knowledge
Others
Marketing/ Sales High Pressure Tactics
Inaccurate advise/ Misleading Advertising
Error in Document
Wrong Card
Wrong Invoice
Wrong Policy
Others Others
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6. Roles and Responsibility – Customer Service Management
The roles and responsibilities of those who are involved in customer service management
are discussed below;
Roles Responsibility Receiving Complaints All Employees Resolving Complaints Complaint Owner Gatekeeper Customer Service Executive Escalation Department Manager/ Management Continuous Improvement Management
The term manager refers to the function performed rather than job classification or
title
Several roles might be performed by the same individual
A role may be split up among several individuals or competencies
Responsibilities include but are not limited to those listed for each role
6.1 All Employees – Receiving Complaints
Receive complaints from the customer via telephone, email, in person or complaint
management system
Request clarification and additional information on the complaint
Collect required information from the customer
o Name
o Name of the company
o Email address of the complainant
o Nature of complaint
o Complaints with (Department/ Function)
o Policy details, if available
Employees who do not have access to the complaint system are to inform their team
manager for the purpose of logging the complaint on the Complaint Management
System
Log the complaint on to the Complaint Management System if not already logged.
Acknowledge the customer complaint via Complaint Management System
(Automated)
Prioritize the complaint received and logged.
Categories and subcategorize the complaint if not already done
Immediately escalate the complaint if the complaint is deemed High Priority or
Urgent.
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If and when required, direct or route customer complaint to appropriate personnel
for assistance.
Handle dissatisfied customers in a polite and professional fashion.
Comply with the obligation under Code of Conduct for Customer Service
6.2 Resolving Complaints – Complaint Owners
The individual, along with receiving of complaints, may be responsible for resolving
complaints as well. The following responsibilities are in additional to that of receiving
complaints.
Understand and investigate the complaint. Identify the cause of the complaint Identify the possible solution and the required timeframe to solve customer
complaint. Respond to complaint or to notify them of investigation results and any planned
actions.
Resolve customers' service complaints by performing activities or coordinating
with other employees or third party stakeholders efficiently
Monitor the Complaint Management System to track and follow-up all customer
requests in a timely manner.
Return customer calls in a timely manner to ensure customer satisfaction.
Conveying the solution to the customer Confirming that the customer agrees with the solution Taking appropriate escalation if the customer does not agree with the solution Escalating the complaint to appropriate management level Adhere to all corporate policies, guidelines and statutory requirements and
recommends to senior management adoption and/or changes to policies and
guidelines to reflect circumstances within the customer service area.
Research, prioritize and resolve customer issues in timely and accurate fashion.
Periodically, prepare action plan and preventive measures for increasing customer
satisfaction.
Deliver prompt and professional solutions for customer complaint via phone,
email, in person, etc.
Closing the complaint
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6.3 Customer Service Executive – Gate Keeper
The customer service executive (CSE) will be a dedicated employee for receiving, assigning,
transferring, communicating and following up on complaints. The CSE will be owner of the
toll free number 800 1 008 along with the [email protected].
Act as the company gatekeeper
Attend and Manage calls and emails to receive complaints from the customer.
Provide information about the complaint procedures, customer service code along
with information on turnaround time for complaint management.
Confer with customers by telephone or in person in order to obtain details of
complaints.
Monitor the complaints logged on the Complaint Management System for delays
and violation of Service Level Agreements and Turnaround time
Develop, implement and / or manage the organizations customer service policies,
procedures, standards, and strategies Comply with and maintain knowledge of
applicable rules, regulations, standards, and best practices.
Thoroughly and efficiently gather customer information, access and fulfill
customer needs, educate the customer where applicable to prevent the need for
future contacts and document interactions through contact tracking.
Ensure all customer service activities support and strengthen the strategic
objectives of the overall organization
Confer with management and staff coordinating customer service activities
Communicate information to stakeholders using appropriate communication
methods
Identify opportunities to add value beyond problem resolution to relevant
business areas (e.g., sales, claims, production, etc.)
Ensure that issues are resolved both promptly and thoroughly.
Responsible for compiling and generating reports as they relate to customer
service surveys.
Continuously evaluate and identify opportunities to drive process improvements
that positively impact the customer’s experience
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6.4 Escalation – Department Managers/ Directors
There are two types of escalation, first is when the complaint is either High priority or
Urgent complaints are escalated to the manager/ department owner upon receiving them
and second is auto escalation by the complaint management system when the complaints
are not responded or resolved within the given timeframe.
Review the nature of complaint, Investigate and identify appropriate solution for
customer service complaint
Resolve the customer service complaint promptly.
In case of escalation due to delay, identify the reason for the delay and ensure
necessary actions are taken to resolve the complaint with further delay
Coordinate with team members to develop preventive actions for the nature of
customer service complaint.
Provide team members with guidance in handling difficult or complex issues or
problems so they can be resolved effectively and efficiently.
6.5 Management – Continuous Improvement
Ensure complaint handling process and objectives are established and
communicated to customers and complainants.
Identify and allocate resources for effective and efficient complaint handling
process.
Review quarterly reports on the customer complaint received and the customer
service performance of NASCO.
Review the performance and effectiveness of complaint handling system of
NASCO and report the findings annually.
Discuss and identify areas that needs to be improved for better and efficient
customer service.
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7. Complaint Handling Process
Complaint Handling Process
An
y E
mp
loy
ee
Cu
sto
me
r S
erv
ice
E
xe
cuti
ve
Co
mp
lain
t O
wn
er
Dep
t M
an
ag
er/
Dir
ecto
rM
an
ag
emen
tC
ust
om
er
MonitorReceive Assess Investigate Resolve
Email Complaint to
NASCO
Call Customer Service for Complaint
Start
Visit NASCO for Complaint
File Complaint
via web portal
Receive Complaint
Register Complaint on
Freshdesk
Receive acknowledge
ment
Prioritize the Complaint
Assess Complaint &
its source
High Priority
Receive Complaint
Monitor development
Assign it to complaint
owner
Investigate Complaint
Communicate with Customer
for further clarification
Take necessary action to Resolve
Complaint
Complaint Resolved
Receive escalated Complaint
No
Take necessary action to Resolve
Complaint
Communicate the decision to
customer
Update Freshdesk –
Close/ Resolve
TAT not met
Monitor development
Yes
Fill Satisfaction
Survey
Prepare periodic reports on
Satisfaction
Review complaint reports &
satisfaction surveys
Prepare Action Plan to Increase
Satisfaction
Customer Agrees
YesDispute
Management
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There are five stages of complaint handling process,
1. Receive the complaint
2. Assess the complaint
3. Investigate the complaint
4. Resolve the complaint
5. Monitor the complaint
Complaint Handling Process Stages
The below describes the strategies for dealing with each stage of complaint management
process;
Receive
Assess
Investigate
Resolve
Monitor
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7.1 Stage 1 – Receive the Complaint
The employees who receive the complaints are required to;
Actively listen to the complainant
Do not react defensively
Understand, empathize and acknowledge their viewpoint
Express regret that they have had a poor experience, and
Assure them that steps will be taken to investigate and resolve their concerns
A person who is complaining about the service may have an emotional need to vent their
anger over what has happened to them. It is important that you respond in a positive and
helpful manner and that you remain calm and objective. Some tips are listed below;
Let the person be angry and do not interrupt as they tell their story.
Keep the volume and pitch of your voice low. Lowering your voice and speaking
calmly helps to calm an emotional person.
Reinforce the person’s right to complain, to be heard, and to receive a response.
Be open, non-judgmental and empathic
Respect and empower the complainant
Accept what is being said without attempting to justify another’s action or without
denying the complainant perspective.
Listen to the problem fully before deciding if you can or cannot assist in the matter.
Phrases to Use
I can see why you feel this way
I see what you mean
That must be upsetting
I understand how frustrating that must be
I don’t know, but I’ll find out
I will take this responsibility
I definitely will make sure that this gets resolved.
What I can do is…
We appreciate your business
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Look for Solutions
Provide relevant information that will assist the person to better understand the
decision or action that they are aggrieved about.
If there are things you can do straight away, do so.
Give reasons for what happened and, if appropriate, apologize
Focus on solving the problem/ complaint rather than blaming or finding faults
Explain clearly what can and cannot be done
Offer possible resolution methods. Providing alternatives will empower the person
and give them a feeling of entering into a partnership in the process of resolving the
complaint.
Let the client know what you intend to do and when you will get in touch with them.
Contact them on the day and at the time you said you would, even if you haven’t made
any progress to keep them informed.
If an action needs consideration or approval by a manager/ director/ management,
inform them and work out when and how will you inform the complainant of the
outcome.
Confirm the outcome of the conversation and make sure that the person agrees with
what has been decided.
Inform the complainant when you have taken the action
Make sure you follow up on a promised action.
End the conversation with the agreement on what is to happen next.
Record and Acknowledgment of the complaint
All received complaints are to be recorded in the complaint management system by
filling a complaint ticket.
Comprehensive information about the complainant and the nature of complaint is to
be recorded in the system.
When a complaint is recorded in the system, acknowledgement of the complaint
received is to be send to the customer.
The system is designed to automatically send the complaint acknowledgement with
a reference tracking number for complainant to track the status of their complaint
and for other correspondence.
Customer will be able to access our complaint management portal and track the
status of his complaint.
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Communication and Acceptance of Complaint
Fixed Service Hotline
All complaints are forwarded by calling at the toll free number 800 1 008. Complaints are recorded by Customer Service Executive and solution process is started. Service hotline provides service 08:30 through 17.00 on week days. Email
An email complaint can be send to [email protected] and is automatically
captured by the complaint management system and the complaint handling process is
started.
Website
Select the section “Reach Us” on www.nascodubai.com, www.nascogulf.com, www.nascomiddleeast.com which leads you to complaint form. All complaints made by using these ways are automatically forwarded to Customer service executive and solution process is started. Fax
Written feedbacks may be sent at NASCO’s fax number +971 4 352 0544 at our office. These complaints are forwarded to customer service executive, the complaint is recorded and process is started. Mail
Written complaints may be sent to the following address. Khalid Bin Waleed Street, Albwardy Investment Bldg. P.O.Box 7108, Dubai, UAE
The complaints shall be recorded by Customer Executive and solution process is started. Face – to Face Customer/ Client can visit our office and fill a complaint form which will be made available at the front desk. The complaint form shall be forwarded to the Customer Service Executive who in turn shall register the complaint the system and the process is started. NASCO Complaint Portal Customer/ Client can visit our Complaint portal www.nascodubai.freshdesk.com, create an account if already not created and register the new complaint.
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Medium High
Low Urgent
Imp
act
Urgency
7.2 Stage 2 – Assess the complaint
The purpose of the assessment process is to;
To identify the source of the complaint so as to assign the complaint to the
appropriate department/ complaint owner if not already done.
Classify the complaint appropriately to determine the appropriate action
To ensure the process is commensurate the seriousness of the complaint and the
issue raised.
The prioritization of a complaint shall be based on the severity of the complaint and
the individuality of customer.
All complaints are classified into the following;
High Priority – A complaint that has immediate and higher than the perceived impact
on the business or reputation, unless not resolved within the expected timelines. This
is resultant of any long pending case, financial losses or legal issues.
Urgent Priority – A Complaint that may or may not have immediate and higher than
perceived impact on the business or reputation but still needs to be resolved at the
earliest.
Medium Priority – A complaint that has intermediate and has expected impact on the
business and reputation. This might lead to disgruntled customer and lead to minor
financial losses.
Low Priority – A complaint that had low impact and no serious implication on the
retention of the customer and financial losses. The low priority complaints may be
vague in nature or lack specifics, but contain sufficient information to determine they
are service standard related or related to poor service in general terms.
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7.3 Stage 3 – Investigate the Complaint
The purpose of the investigating is to obtain a sufficient amount of information in order to
decide what has occurred and identify appropriate action. Not all complaints need to be dealt
with in exactly the same way. These guidelines should be varied in accordance with the
circumstance and the nature of complaint.
During the investigation, you need to;
Clarify the complainant’s expectation
Establish the facts
Identify the source or origin of the problem
Ascertain what did or did not happen, what should or should not have happened
Identify resource required
Identify course of action to resolve the complaint
Record and document the investigation findings on the complaint management
system.
Make recommendations that constitute an improvement for preventive measures.
7.4 Stage 4 – Resolve the Complaint
At the end of the investigation stage, the complainant is advised about the outcome.
Immediate action are to be taken to resolve the complaint with a formal communication with
the complainant advising him if the complaint was resolved or not. If no satisfactory solution
was achieved, NASCO shall inform about the company’s position on the situation and the
reason for not being able to resolve up to complainant’s expectation.
Closure/Disposal of Complaint
A complaint will be considered as closed if any of the below mentioned scenarios are met
with:
NASCO has acceded to the request of the complainant fully
Complainant has indicated the acceptance of the decision of the insurer
If no reply is received from the customer within 2 days of response then the
complaint will be considered closed.
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Complaint re-opening process
In case the customer is not satisfied with the decision, the customer can approach any
of the touch points mentioned in the document or reply to the email which informs
the customer about the closure of complaint within 2 days of the receipt of our
communication (failing which, we will consider the complaint to be satisfactorily
closed.)
In the event of customer coming back within 2 days, the original ‘’Complaint’
interaction will be reopened for review of the earlier decision. Post reviewing all the
facts, a suitable decision will be provided to the customer as per policy.
Alternatively, the complaint may be reopened if the customer provides fresh evidence
/ additional requirements to support his stand.
Reopened complaints to be escalated to the department owner.
Complaint Escalation Process
Complaint Escalation Process
Com
pla
int
Ow
ner
Dep
t M
anag
er/
Dir
ecto
rC
ust
om
er Start
Complaint is Registered
Receive Complaint
High Priority
Investigate Complaint
Take necessary action
Receive escalated Complaint
Communicate decision to customer
Update Freshdesk to
Resolve
Monitor development
Customer Agrees
Yes
No
Receive Complaint
Yes
No
Able to Resolve
Escalate complaint
No
Take Action to Resolve
If Required
TAT not met
Reopen Complaint
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7.5 Stage 5 – Monitor the Effectiveness
Two level of monitoring is to be followed to analyze the effectiveness of the complaint
management process.
Firstly, a satisfaction survey is to be conducted to analyze if the complainant is satisfied with
the level of service provided while resolving & managing their complaint. Secondly, periodic
meeting at management level to analyze the appropriateness, efficiency, effectiveness and
productivity of the process along with developing preventive measure & increase customer
satisfaction.
In order to determine satisfaction level of the customers who provide feedback in connection
with the complaint management process, surveys are conducted to measure customer
satisfaction. Performance of the complaint management process is measured with the
predefined criteria
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Monthly, the customer service executive shall prepare a Complaint Monitoring report that shall be circulated to the department owners for their action. Meanwhile, quarterly the department owner shall prepare a report on lessons learned and preventive action considered. As a result of the data analysis, efforts will be made to generate solutions to prevent occurrence of the critical customer complaints again and corrective action may be taken in this respect according to the corrective and preventive actions procedure. For analysis, the management shall meets once in 6 months. In these meetings, the main agenda is to conduct data analyses about the customer complaints such as complaint classes, types of complaints, mode of complaint, lessons learned, preventive action developed and business impact. Decisions taken at the end of the meeting are shared with the respective owners of the process.
Minimum Requirement Frequency Evidence Responsible Individual
Responsible for action plan monitoring
Complaint monitoring reports
(analysis of number & types of
complaints)
Monthly
Complaint
Management
System
Customer Service
Executive
Department
Owners
Learning report in Lessons
Learned Quarterly
Complaint
Management
System
Department
Owners
Department
Owners
Annual Report (analysis of
number & types of complaint,
learning, recommendation &
preventive actions)
Bi-Annually
Complaint
Management
System
Customer Service
Executive Management
8. Learning and Continuous Improvement
NASCO aims at improving efficiency and effectiveness of the process for dealing with the complaints by means of actions it performs. It performs adoption of the corrective/preventive actions, study of innovations and comparison methods and prevention of the repetition of the problems that have led to complaints and prevent occurrence of possible problems.
Using complaints data to identify the root cause of complaints It researches and implements the best practices to deal with the complaints; It procures that a customer-oriented is adopted throughout the organization; It encourages innovations in the developments for dealing with the complaints; and It acknowledges any exemplary behaviors in dealing with the complaints.
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9. Service Level
Turn-around Time or Due by has been designed for different functions and department
based on the leverage over the resolution, the SLA shall consider Business Hours of
NASCO. The turnaround time only considered active when NASCO is supposed to take an
action and doesn’t have to wait for the Insurance Company, Customer or any other third
party to respond or take action. The turnaround time for acknowledge, response &
resolve for various department are as follows;
Motor Department
Complaint Acknowledgement Response Resolution Urgent Priority 1 Hour 1 Day 2 Days High Priority 1 Hour 1 Day 2 Days Medium Priority 1 Hour 2 Days 3 Days Low Priority 1 Hour 2 Days 4 Days
Accounts, Marine and General Insurance Department
Complaint Acknowledgement Response Resolution Urgent Priority 1 Hour 1 Day 2 Days High Priority 1 Hour 1 Day 2 Days Medium Priority 1 Hour 2 Days 3 Days Low Priority 1 Hour 2 Days 4 Days
General, Medical, Life, and Marine Broking Department, Broking Claim, Sales Life
Complaint Acknowledgement Response Resolution Urgent Priority 1 Hour 1 Day 3 Days High Priority 1 Hour 1 Day 3 Days Medium Priority 1 Hour 2 Days 4 Days Low Priority 1 Hour 2 Days 5 Days
Agency Claim, Collection, Sales/ Business Development
Complaint Acknowledgement Response Resolution Urgent Priority 1 Hour 1 Day 2 Days High Priority 1 Hour 1 Day 2 Days Medium Priority 1 Hour 2 Days 3 Days Low Priority 1 Hour 2 Days 4 Days
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10. Key Performance Indicators
Certain indicators shall provide insight on the performance and effectiveness of the
complaint management system.
1. SLA violation – Objective is to adhere to NASCO’s policy for acknowledging,
responding and resolving customer complaints
2. Number of Re-opened complaints – Objective is to resolve the service complaint up
to the expectation of the complainant.
3. Number of repeat complaints – Objective is not to have same complaints from same
client.
4. Complainant satisfaction with outcome – Objective is to have higher satisfaction
level among complainants. NASCO shall aim to increase the level gradually over the
period of time.
No. Performance Indicator 2015 2016 2017 1 SLA Violation 2 Number of Re-opened complaints 3 Number of repeat complaints 4 Satisfaction Level
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11. Complaint Handling Process Audit
Assessing the effectiveness of an NASCO’s customer complaint handling process can help
identify potential internal control deficiencies and regulatory compliance risks. NASCO shall
periodically evaluate its customer complaints handling processes and consider conducting
complaint function-specific reviews. The Complaint Handling Audit shall be conducted once
a year and the results of which will be communicated during the management review
meetings. Following are the aspects and area of Complaint Management
Complaint Valuing Culture
NASCO’s Commitment towards the system
Visibility & Accessibility of the system
Fairness of the system
Responsiveness from the system
Accountability
Resource for the system
Privacy and Confidentiality of the complainant
Continual Improvement
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12. Complaint Form Date:
PERSONAL INFORMATION
Name
Business Name
Email ID
Phone No.
Existing Customer ☐ Yes ☐ No
INSURANCE POLICY
Name of Policy Holder
Policy No.
Claim No.
Type of Coverage
☐ Motor ☐ Marine ☐ General
☐ Medical ☐ Life
NASCO is Your ☐ Broker ☐ Insurer
COMPLAINT
Coverage Type
☐ Claim ☐ Service ☐ Delay
☐ Finance ☐ Marketing/ Sales ☐ Error in Document
☐ Product
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Sub Category
☐ Denial of Claim ☐ Unsatisfactory Offer/Settlement ☐ Delay in Claim Settlement
☐ Abusive Service ☐ Adjuster Handling ☐ Aggressive employee
☐ Rude/ Behavior ☐ Quality of Vehicle Repair ☐ Delay in Cards
☐ Delay in Invoice ☐ Delay in Policy ☐ Delay in Quotation
☐ Delay in Renewal ☐ Delay in Vehicle Delivery ☐ Delays/No Response of Phone/ Email
☐ Delay in Pre-Approvals ☐ Non delivery of Notice ☐ Delay Premium/ Excess Refund
☐ Excess Charges Without Agreement ☐ Excess is high ☐ High Premium
☐ Premiums Misquoted ☐ Cancellation of Policy ☐ Coverage Question
☐ Duplication of Coverage ☐ Product Knowledge ☐ High Pressure Tactics
☐ Misleading Advice/ Advertising ☐ Inaccurate Card ☐ Inaccurate Policy
☐ Inaccurate Quotation ☐ Other
Others
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Describe what you would consider to be a fair resolution to your complaint
Signature of Complainant